Genesys
GC-AI-DB
Cloud AI Digital Bots and Knowledge Certification
Questions & Answers PDF
(Demo Version – Limited Content)
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Latest Version: 6.0
Question: 1
Which user role typically uses the Knowledge Optimizer to improve knowledge article coverage?
Response:
A. Workforce Analyst
B. Bot Developer
C. Knowledge Administrator
D. Telephony Engineer
Answer: C
Question: 2
Which two roles are primarily responsible for configuring bots with Knowledge Workbench?
(Choose two)
Response:
A. Conversation Designers
B. Knowledge Authors
C. IVR Engineers
D. Messenger Channel Admins
Answer: A,B
Question: 3
Which Genesys Cloud bot type is best suited for automating routine tasks within messaging channels like
web chat and social messaging?
Response:
A. Dialog Engine Bot
B. Digital Bot Flow
C. IVR Voice Bot
D. Architect Call Flow
Answer: B
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Question: 4
What metric indicates how often users disengage from a bot before completing its intended path?
Response:
A. CSAT score
B. Transfer rate
C. Abandonment rate
D. Sentiment score
Answer: C
Question: 5
Which two actions can a knowledge manager take after reviewing the top unanswered queries?
(Choose two)
Response:
A. Auto-reply using chatbot APIs
B. Add relevant knowledge articles
C. Merge similar queries into a topic
D. Create bot error logs
Answer: B,C
Question: 6
Which two conditions must be met for a bot to return relevant knowledge articles?
(Choose two)
Response:
A. Bot is linked to a queue
B. Call Knowledge action is placed in the flow
C. Knowledge base is active and published
D. Session disconnect is enabled
Answer: B,C
Question: 7
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Which of the following actions can be used to dynamically set values during a bot session?
Response:
A. Transfer to ACD
B. Set Variable
C. Bot Import
D. Execute IVR Script
Answer: B
Question: 8
Which two performance metrics are available within the Optimization Dashboard?
(Choose two)
Response:
A. Response time per message
B. Average session duration
C. Conversion rate
D. Queue overflow count
Answer: B,C
Question: 9
What are two core steps in publishing a knowledge base?
(Choose two)
Response:
A. Validate the articles
B. Schedule agent shifts
C. Submit for approval
D. Click “Publish” after successful validation
Answer: A,D
Question: 10
Which two features help improve decision logic in a bot flow?
(Choose two)
Response:
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A. Evaluate Condition action
B. Dynamic transcription
C. Data tables
D. Collect Feedback action
Answer: A,C
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